Haidilao, China's largest hotpot chain, is taking swift action to compensate over 4,000 diners following an unsettling incident at one of its Shanghai branches. In late February, two teenagers were caught on video urinating into the hotpot broth, an act that went unnoticed by the staff at the time. The revelation emerged days later when the footage circulated on social media, prompting Haidilao to issue an apology and offer restitution to affected patrons.
The incident took place at one of Haidilao's numerous outlets in Shanghai, a city where the brand has established a strong presence with dozens of locations. Haidilao, known for its exceptional customer service and family-friendly atmosphere, has pledged to refund all customers who dined at the implicated outlet between February 24 and March 8. Additionally, these customers will receive cash compensation amounting to ten times their original bill.
Haidilao has taken further steps to ensure customer safety and trust by replacing all hotpot equipment and dining utensils at the involved branch. Other crockery and utensils have been thoroughly disinfected as a precautionary measure. This incident is a rare blemish on the reputation of a chain that has rapidly grown since opening its first restaurant in Jianyang, Sichuan province. Today, Haidilao operates over 1,000 restaurants worldwide, attracting families with offerings such as in-restaurant manicures for ladies and candy floss for children while waiting for tables.
In response to the incident, Haidilao has expressed its commitment to addressing the situation responsibly.
"We fully understand that the distress caused to our customers by this incident cannot be fully compensated for by any means, but we will do our utmost to take responsibility," Haidilao stated.
This statement underscores the company's dedication to maintaining customer trust and ensuring a safe dining environment across its global network of restaurants.